EP 2445187 A4 20130116 - CALL CENTER SYSTEM AND CALL SERVICE IMPLEMENTATION METHOD THEREOF
Title (en)
CALL CENTER SYSTEM AND CALL SERVICE IMPLEMENTATION METHOD THEREOF
Title (de)
CALL-CENTER-SYSTEM UND ANRUFDIENSTIMPLEMENTIERUNGSVERFAHREN DAFÜR
Title (fr)
SYSTÈME DE CENTRE D'APPEL ET PROCÉDÉ AFFÉRENT DE MISE EN UVRE DE SERVICE D'APPEL
Publication
Application
Priority
- CN 2009075781 W 20091221
- CN 200910147763 A 20090619
Abstract (en)
[origin: EP2445187A1] The present invention discloses a call center system and a call service implementation method thereof, wherein in the system, a Web access device is used for logging on an instant messaging server based on an instant messaging access of a user and sending instant messaging queuing information to a Computer Telephony Integration (CTI), and initiating an instant messaging request to a seat after receiving queuing result information returned by the CTI; the CTI is used for returning the queuing result information to the Web access device according to the received instant messaging queuing information and sending a Web access service beginning message to the seat; and the seat is used for accepting the instant messaging request initiated by the Web access device according to the received Web access service beginning message and performing an instant messaging. The call center system and the call service implementation method thereof provided by the present invention combines the interaction of the voice access and the operation of network access instant messaging, perfecting the call center system with a single manner of the voice access.
IPC 8 full level
H04M 3/51 (2006.01)
CPC (source: BR EP US)
H04M 3/5191 (2013.01 - BR EP US); H04M 3/42382 (2013.01 - BR EP US); H04M 3/5141 (2013.01 - BR EP US); H04M 2203/4536 (2013.01 - EP US)
Citation (search report)
- [XI] EP 1569397 A2 20050831 - AVAYA TECHNOLOGY CORP [US]
- [XI] US 2008205630 A1 20080828 - DESHPANDE AKSHAY KUMAR [US]
- See references of WO 2010145148A1
Designated contracting state (EPC)
AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HR HU IE IS IT LI LT LU LV MC MK MT NL NO PL PT RO SE SI SK SM TR
DOCDB simple family (publication)
EP 2445187 A1 20120425; EP 2445187 A4 20130116; BR PI0924555 A2 20150630; BR PI0924555 B1 20201110; CN 101931714 A 20101229; US 2012114113 A1 20120510; US 8917856 B2 20141223; WO 2010145148 A1 20101223
DOCDB simple family (application)
EP 09846062 A 20091221; BR PI0924555 A 20091221; CN 2009075781 W 20091221; CN 200910147763 A 20090619; US 200913258396 A 20091221